Senior, Technical Customer Support Manager
Customer Success & Support I Seattle, Washington
Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.
The Technical Customer Success Manager, TCSM, is the primary technical contact for accounts that have Enterprise Premier Support and are entitled to a designated support engineer who is an expert in their use cases, implementation and installation. The TCSM maintains all aspects of the technical relationship from troubleshooting possible issues, filing and advocating for enhancements, partnering with engineering & sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer.
Support Single Point of Contact
The TCSM will manage all of their customers cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customers business or impacting DocuSign's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue.
The TCSM will own the primary technical relationship with our Enterprise Premium Support customers. Within this relationship they will arrange meetings, broker and arbitrate particular meetings between the customer and DocuSign, and in all appropriate ways represent their customers technical needs to DocuSign, and DocuSigns offerings to their customer.
This position is an Individual Contributor position and reports to the Manager, TCSM.
Manage and cultivate the technical relationship and communication with Enterprise Premium accounts
Drive resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the company
Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers and CSR Team
Act as a trusted technical advisor for DocuSign products and advanced DocuSign features, such as our APIs, DocuSign Connect, Powerforms, Templates, Embedding Signing
Interface with internal groups for problem resolution and issue escalation
Act as the liaison and customer advocate inside DocuSign
Ensure consistent delivery of all Enterprise Premium Support program components
Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.g., monitoring overall queue statues)
Contribute to Sales ability to sell Enterprise Premium Support as well as identify upsell opportunities and new use cases
Advocate and evangelize the Enterprise Premium Support program
Travel as necessary (10-20%)
6+ years of experience in technical customer support with one year as a senior team member or as a web developer
Knowledge of DocuSign product preferred
Understanding of desktop operating systems including but not limited to MS Windows and Apple OS
Experience using Salesforce.com a plus
Knowledge of web services, C#, PHP, Java or Ruby preferred
Web Development experience a plus
Familiarity with Mobile Applications
Understanding of Software as a Service
Ability to identify and submit product enhancement requests
Ability to navigate and troubleshoot in ticketing systems, Bug submission and other support systems
Passion for business, technology and customers
Excellent written and oral communication skills
Exceptional analytical problem solving and troubleshooting skills
Strong presentation skills
Proficient in managing multiple competing priorities simultaneously
Strong account management, cross-group collaboration, and negotiation skills
Outstanding interpersonal skills and conflict management skills
Quickly develops rapport and credibility
Self-motivated, able to work independently, and welcoming to challenge
Ability to lead others
Bachelors degree or higher in a relevant field preferred
Customer Success & Support @ DocuSign
At DocuSign, we measure our success by our customers success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied, and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization so we can improve the user experience and make it one that consistently exceeds expectations.
DocuSign is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital.
Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.
DocuSign is an Equal Opportunity Employer. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.